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Customer Service Team Leader

1 month ago

Homebush, Australia JD Sports Full time

**Who are we**

Known best as the_ 'Undisputed King of Trainers'_, JD Sports is a leading Multi-Channel Retailer of the biggest and best global Sports Fashion brands across footwear and apparel.

In 2017, JD Sports first established itself in the Australian market and has since expanded to 40+ stores in NSW, VIC, QLD, WA and SA with many more to come With a combined total of over 850 stores across the UK, Europe, USA, New Zealand, South East Asia and Australasia, we are proud of the fact that we provide our customers with the latest and greatest styles whilst upholding world class service.

**The Role**

As a Customer Service Team Leader, you will interact with customers to provide and process information in response to inquiries, concerns and requests about products and services as well as support fellow team members and provide resolutions for escalated enquiries.

The Customer Service Team Leader roster will differ pending on the wider team and needs of the business. Availability for both the AM and PM shifts are required as well as rotating Saturdays.

You will also be responsible, however not limited to the following duties & responsibilities:

- Deal directly with company customers either by telephone or electronically across all channels, including but not limited to: Zendesk, Ebay, Salesforce, Afterpay, Paypal, Social Media
- Follow company communication procedures, guidelines and policies
- Handle & resolve customer complaints, follow up to ensure resolution
- Help fulfil customer orders via multiple channels & systems to ensure orders are complete
- Answer incoming calls in a prompt & efficient manner
- Respond to requests with a knowledgeable & helpful approach
- Liaise with internal departments to solve customer requests and inquiries
- Record details of inquiries, comments & complaints in the appropriate systems
- Meet personal/customer service team KPIs
- Provide information about products and services & conduct item availability investigations
- Monitor customer behaviour onsite & provide real-time sales assistance if necessary
- Send daily updates to the customer service manager

**What we're looking for**
- 1-2 years’ experience in a customer service or leadership position
- Intermediate excel, word and PowerPoint skills
- Proven experience dealing with customers
- Proven experience dealing with customer escalations

**What's in it for you?**
- Birthday leave
- Competitive Salary
- One month paid parental leave
- Referral bonus scheme
- Opportunity to grow your career
- Treat yourself with our attractive staff discount This can also be used for friends and family
- Access to our Employee Assistance Program & Mental Health champions

We are passionate about connecting with skilled and dynamic individuals who are invested in their development, so that together we can evolve our brand's success, alongside evolving your career.

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